One problem I frequently run into while using RT is the issue of
"workflow". There are “priority” levels, but when you have a task that
has multiple people involved, it would be useful to have multiple ticket
owners where when one task is completed, it’s automatically punted to
the next person to complete (the key being visibility).
Yes, you can just re-assign the ticket - but sometimes that’s not
politically pleasant (office politics).
A generic example: I’m asked to upgrade a server software component
(product) that is used internally for which I have no other involvement;
dev people are responsible for testing and Q/A of the install. I get a
ticket to perform the update, I report this update as being completed,
but never receive a response or approval that they found the work
acceptable. So, I just close the ticket.
This creates several problems, some of which are connected to the
absence of a workflow process.
Anyway, I wonder how others in differently-sized organizations handle
this type of issue within the RT framework.
We are now testing a ‘kanban’ system internally, to see if that will
help with some of these processes.